THE ROLE
We are looking for a hands-on, technically curious
THE ROLE
We are looking for a hands-on, technically curious 3rd line Customer Support Engineer to join our global support team.
You will play a critical role in ensuring smooth operation of Nobi installations across Europe, UK and US.
You’ll be the calm, solution-driven expert customers can rely on — someone who enjoys diving into technical challenges, uncovering root causes, and communicating clearly and empathetically.
Fluency in English is required.
Key Responsibilities
Technical Support & Troubleshooting
* Act as a contact for escalated issues brought forth by the second line support engineers.
* Troubleshoot issues across Nobi’s full product stack: hardware, software, connectivity, Wi-Fi networks, VLANs, and API integrations.
* Analyse data captured by the Nobi light when investigating incidents, building creative and evidence-based conclusions.
* Ensure SLA compliance.
Customer & Partner Interaction
* Provide clear, empathetic communication to customers, installers, and care professionals.
* Guide customers/support engineers through solutions in a structured, reassuring way — especially during high-impact situations (e.g., emergency calls or missed-fall reports).
* Communicate in a structured way with the development team.
* Liaison with 3rd party vendors/ integrators.
Process & Collaboration
* Contribute to continuous improvement of workflows in a global support operating model.
* Collaborate with the development team for complex technical escalations.
* Participate in on-site training, currently organised regularly at our Antwerp office.
* Coaching and upscaling of second line support engineers.
Qualifications
Skills & Competencies
* Strong analytical and problem-solving mindset; able to think creatively when data is incomplete.
* Excellent written and verbal communication skills in English.
* Calm, customer-oriented approach — especially in stressful situations.
* Deep understanding of networking (IP, DHCP, Wi-Fi, VLANs, VPN, bluetooth).
* Familiarity with ticketing or CRM systems (e.g. Zendesk).
* Very experienced with working in a Linux environment
* Be able to interpret different Linux system log files
* Good knowledge of electrical wiring (3-way/4-way wall switches)
* Strong organisational skills and attention to detail in documentation.
* Ability to collaborate across departments and work in a global support structure.
* A willingness to continuously learn and improve.
Experience
* 5+ years of experience in a technical support or service engineering role.
* Experience with IoT, smart devices, connected platforms, or healthcare technology is a plus.
* Familiarity with cloud-based platforms and hardware–software ecosystems.
* Exposure to customer-facing incident handling or escalation workflows is an advantage.
OFFER
* A meaningful role at an ambitious global scale-up improving lives through technology.
* A dynamic and supportive international team across Europe, the UK, and the US.
* Remote work (Hybrid if located in Belgium)
* Hands-on training and continuous learning opportunities.
* Competitive salary and benefits package aligned with standards.
* Yearly on site training (Antwerp, Belgium)
Nobi combines optical care sensors and artificial intelligence in a stylish, life-saving light that fits seamlessly into any interior. Nobi empowers elderly to live longer. In care facilities, it supports busy caregivers by taking over repetitive, administrative tasks and summarizing important parameters in one easy form. #J-18808-Ljbffr